Training And Quality Manager - Customer Service

About Rebel Foods We are surrounded by the world's leading consumer companies led by technology - Amazon for retail, Airbnb for hospitality, Uber for mobility, Netflix and Spotify for entertainment, etc. Food & Beverage is the only consumer sector where large players are still traditional restaurant companies. At Rebel Foods, we are challenging this status quo as we are building the world's most valuable restaurant company on the internet, superfast. The opportunity for us is immense due to the exponential growth in the food delivery business worldwide which has helped us build 'The World's Largest Internet Restaurant Company' in the last few years. Rebel Foods' current presence is India, Indonesia, UAE, UK & KSA with close to 50 brands and 4500+ internet restaurants built on The Rebel Operating System. While for us it is still Day 1, we know we are in the middle of a revolution towards creating never seen before customer-first experiences. We bring you a once-in-a-lifetime opportunity to disrupt the 500-year-old industry with technology at its core. About Customer Delight Team Customer Delight team is the heart of Rebel Foods with an aim to provide a Unique, Memorable Delightful and Sure (UMDS) experience to all the customers throughout their journey. A team that is always excited to help customers crossing extra miles. Acting as real advocates to customers when needed. We leverage and maximize the true potential of what we have built over the years, since our inception in 2012 and are set to fuel the next biggest revenue channel for Rebel. Read more about it here: About Role: Seeking a leader to manage the Training and Quality Programs team. The ideal candidate is obsessed about the customer experience, never settles for good enough, and continually inspires others to do better for the customer. This role will have a track record of flawless execution; continuous improvement of large service Customer Support operations, tools, and processes; and demonstrating ownership as well as bias for action. You will be expected to lead and manage trainers & Quality analysts. You will partner with Program Managers, Subject Matter Experts, Operations leaders, Instructional Designer, QA Analyst and the Training team to identify needs and build, iterate and execute training development for internal & external Customers This is a unique opportunity to play a highly visible role in an exciting and fast paced business, make history, and have fun! Required Skills:-

• Deep understanding of the TnQ processes - Manual and AI based - to improve the overall experience at Customer Service.
• Experience of driving quality management systems to improve effectiveness in teams/ processes
• Ensure high quality in Training delivery & Quality
• Partner with key stakeholders to identify training needs.
• Create, organize, administer, maintain, and manage training.
• Provide feedback on learning objectives and content outlines, as needed.
• Improve training efficacy by driving implementation of training interventions in various programs.
• Monitor and evaluate training program’s effectiveness, success and down-stream-impact periodically and report on them.
• Lead and set vision for Content management and develop customer focused approach

Eligibility Criteria:

• 8 - 10 years of working experience with 3+ years of experience in people management
• Excellent communication skills written and verbal
• Demonstrated knowledge of adult learning, training practices, and certification programs
• Demonstrated experience working with remote teams
• Self-motivated with critical attention to detail, deadlines, and reporting
• Knowledge of Recruiting
• Experience in adult learning theory, instructional design, training delivery, and training evaluation
• Proven track record of delivering large scale, complex and cross functional projects and programs
• Ability to converse with technology teams to bridge the language gap between business and tech

The Rebel Culture Finally, but most importantly, Rebel is not a usual workplace. The following slides will give you a sense of our culture, how Rebel conducts itself and who will fit into the company. Please go through it before you make your mind up. Culture@RebelFoods.pdf If you find this interesting, we should meet. Please reach out to me with answers to the following questions. 1. Why do you want to join Rebel Foods?2. What makes you the right person for this role?3. One example of where you created something unique through Customer First Thinking.